Review of Freshdesk: Pricing and Features of a Top Help Desk Software

Freshdesk is the best cloud-hosted helpdesk that offers a simple interface and strong features. It is used by more than 50,000 customers including large enterprises such as Cisco, 3M, and Boss. Freshdesk is a cost-effective support system for companies of all sizes. As with other Freshdesk reviews we assess the software’s benefits, pricing and technical specs to help you see if it fits your needs.

Benefits of Freshdesk

If there’s one recurring benefit you’ll notice in many Freshdesk reviews, it is that you can offer multi-channel support through phone, live chat, email, social media and self-service portal

Motivate Your Team with Fun Games

Games include sharp shooting, speed racing, and earning wow points. They can help you generate excitement every workday and boost agent motivation. You can align the games with your business goals such as higher customer satisfaction rating, faster resolutions, zero backlog etc. This ensures your agents have fun while meeting their targets.

Handle Customer Queries Efficiently

Freshdesk offers a range of support channels including phone, chat, email, social media, and forum. You can convert all queries into tickets and view them in one place. Then, you can prioritize and assign the tickets. Plus, you can set priorities based on your service level agreements (SLAs). This ensures you provide 24/7 assistance to premium plan customers, while starting plan tickets get answers during business hours. You can also provide self-help assistance for customers through a knowledge base, forums, and the support portal.

Robust Ticketing Functionality

Freshdesk’s enterprise-grade ticketing is used by big companies like Cisco, Toshiba, Boss, and 3M. The app is also scalable to meet the growing needs of small businesses. Ticketing features are offered right inside each ticket. Therefore, agents can focus on each ticket without needing to shift to another window for relevant tasks. They can work together on complex tickets using private notes for internal communication. The agent collision detection feature helps to avoid different or repeat responses to the same ticket.

Overview of Freshdesk Features

Automations – Ticket routing, scenario automations

Community Portal with Idea Management & Voting

Email to Ticket Conversion

Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM

Knowledge Base

Leaderboard & gamification

Multi-channel support, including Facebook & Twitter

Multi-language & multi-time zone support

Multiple Service Level Agreement policies

Multi-product/multi-brand Support

Satisfaction Surveys

Self Service Portal

What Problems can Freshdesk Solve?

Manage hectic email communication: Many businesses have a common email inbox for receiving customer queries and multiple agents access this inbox to reply to them. This setup can become chaotic as your business grows. Freshdesk consolidates the email inbox and streamlines the ticketing interface. This helps agents know who’s answering which ticket and also access contextual data, which ensures all emails are answered appropriately. Freshdesk’s Agent Collision feature helps to avoid multiple responses to the same ticket.

Collaborate on support issues: To handle difficult tickets, support agents need to take help from other staff like developers and testers. They can do this by adding private notes to a ticket and sending them to specific employees. Agents can also send tickets to third-party vendors from within the system. They can also forward calls and route chats to the right agents. Plus, agents can consult with experts simultaneously using a private agent-to-agent chat. All these features help them collaborate with a specific person or team who specialize in resolving a particular issue.

Automate repetitive tasks: Email support involves a lot of time in categorizing and assigning tickets to the right agents. Other time-consuming tasks are replying to simple queries and typing the same response to the same questions. Freshdesk comes to your rescue with intelligent automations to save time, reduce agent workload, and enhance productivity. The Dispatch’r feature automatically categorizes and assigns tickets to the right team. The Supervisor and Observer, which are time-based and event-based triggers respectively, can be used to set up rules to automatically send out alerts, and handle escalations and follow ups. Plus, agents can use canned responses to reply to common questions quickly.

Pricing of Freshdesk

Freshdesk offers five price plans and a 30-day free trial. You can learn more about Freshdesk price here.

Sprout: free for up to 3 agentsFeatures include email support, phone support, and knowledge base

Blossom: $19 per agent monthlyFeatures include social support, community forums, and game mechanics

Garden: $29 per agent monthlyFeatures include live chat, multiple products, and multiple locations

About Author

Kate Stephens is a young and creative graphic designer as well as the mastermind behind AlternativesFinder.com her own startup company aimed at providing customers with reliable and often cheaper alternatives to various popular brands and products from all possible markets.

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